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All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source. |
SOUTH AFRICAN QUALIFICATIONS AUTHORITY |
REGISTERED UNIT STANDARD: |
Comply with service levels as set out in a Contact Centre Operation |
SAQA US ID | UNIT STANDARD TITLE | |||
10313 | Comply with service levels as set out in a Contact Centre Operation | |||
ORIGINATOR | ||||
SGB Marketing | ||||
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY | ||||
- | ||||
FIELD | SUBFIELD | |||
Field 03 - Business, Commerce and Management Studies | Marketing | |||
ABET BAND | UNIT STANDARD TYPE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS |
Undefined | Regular | Level 4 | NQF Level 04 | 10 |
REGISTRATION STATUS | REGISTRATION START DATE | REGISTRATION END DATE | SAQA DECISION NUMBER | |
Reregistered | 2018-07-01 | 2023-06-30 | SAQA 06120/18 | |
LAST DATE FOR ENROLMENT | LAST DATE FOR ACHIEVEMENT | |||
2024-06-30 | 2027-06-30 |
In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise. |
This unit standard does not replace any other unit standard and is not replaced by any other unit standard. |
PURPOSE OF THE UNIT STANDARD |
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.
The qualifying learner is capable of: Meeting and maintaining service levels. |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. |
UNIT STANDARD RANGE |
This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Demonstrate an understanding of company specific service levels. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. All relevant service levels are explained. |
ASSESSMENT CRITERION 2 |
2. The purpose of service levels is described and explained. |
ASSESSMENT CRITERION 3 |
3. The requirements of all relevant service levels are listed, described and
explained. |
ASSESSMENT CRITERION RANGE |
Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes. |
SPECIFIC OUTCOME 2 |
Meet and maintain service levels. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Relevant company specific levels are implemented. |
ASSESSMENT CRITERION 2 |
2. Implementation processes are monitored to ensure compliance. |
ASSESSMENT CRITERION 3 |
3. Service level timeframes and targets are consistently met as per company specific requirements. |
ASSESSMENT CRITERION 4 |
4. Potential constraints in meeting and maintaining service levels are identified
and evaluated. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO WORKING |
UNIT STANDARD CCFO ORGANISING |
UNIT STANDARD CCFO COLLECTING |
UNIT STANDARD CCFO COMMUNICATING |
UNIT STANDARD CCFO DEMONSTRATING |
UNIT STANDARD CCFO CONTRIBUTING |
REREGISTRATION HISTORY |
As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. |
QUALIFICATIONS UTILISING THIS UNIT STANDARD: |
ID | QUALIFICATION TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | STATUS | END DATE | PRIMARY OR DELEGATED QA FUNCTIONARY | |
Core | 93996 | Further Education and Training Certificate: Contact Centre Operations | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Core | 78964 | Further Education and Training Certificate: Information Technology: Technical Support | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | MICTS |
Core | 21791 | National Certificate: Contact Centre Operations | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2009-05-05 | Was SERVICES until Last Date for Achievement |
Core | 24293 | National Certificate: Information Technology: Technical Support | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
Elective | 24294 | Further Education and Training Certificate: Information Technology: Systems Development | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
Elective | 78965 | Further Education and Training Certificate: Information Technology: Systems Development | Level 4 | NQF Level 04 | Reregistered | 2023-06-30 | MICTS |
PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: |
This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here. |
1. | A4 Consultancy Pty Ltd |
2. | Academy at Vaal Triangle (AVT |
3. | Academy of Training and Allied Services Pty Ltd |
4. | Acorser Corporate & Business Consulting t/a Acorser Academy |
5. | Advanced Assessments and Train |
6. | Affirmations Training |
7. | Afrika Tikkun |
8. | All Nation Group Five Trading and Projects |
9. | Amadi Institute of Management And Technology (Pty) Ltd |
10. | Amilak Training Center |
11. | Angie Technologies |
12. | Answer The Call Skills ands En |
13. | APEXEA |
14. | ATTI (Advanced Technonogy Training Institute) |
15. | ATTI IT SOLUTIONS (Bloemfontei |
16. | ATTI Kimberley |
17. | ATTI Nelspruit Pty Ltd |
18. | Atvance Institute (Pty) Ltd |
19. | Awona Technologies cc |
20. | AWRISE |
21. | Bacom Computers |
22. | Balefile Trading and Services |
23. | Basadipele Skills Development and Training |
24. | Bavelile Consultants and Training Pty Ltd |
25. | Bells Technical College |
26. | Blue Ora Pty Ltd |
27. | Boland College |
28. | Bophelo Tota ICT Driving Academy (Pty) Ltd |
29. | Brainwave Projects 1430 cc |
30. | BYTES PEOPLE SOLUTIONS (PTY) LTD |
31. | Cape Innovation Technology Initiative |
32. | Careers IT |
33. | City College |
34. | Claas Illustration |
35. | Clean Heat Academy |
36. | College Africa Group (Pty) Ltd |
37. | COLUMBUS TECHNOLOGIES PTY LTD |
38. | Comfortable Tech |
39. | Common Vision Young Specialist Trading cc |
40. | Compus training institution |
41. | CSL Accountants |
42. | CTU Training Solutions |
43. | CYBAX SYSTEMS |
44. | CYBER-CITY IT SOLUTIONS |
45. | DAB Health Care Centre |
46. | DC Dynamic College of Commerce |
47. | Dee's Training (Pty) Ltd |
48. | Delight Computer Training |
49. | Dibana Business Consultants |
50. | DVG Media Training |
51. | DYNAMIC DNA (PTY) LTD |
52. | Dynamic Dyvention Trading and |
53. | EAST LONDON MANAGEMENT INSTITUTE |
54. | ED-U Options Academy |
55. | Edging Forward Training and Co |
56. | EHLANZENI TVET COLLEGE |
57. | Ekasi IT Solutions Centre |
58. | Ekurhuleni Artisans and Skills Training Centre Pty Ltd |
59. | Elchees Software Solutions |
60. | Embroser Solutions Pty Ltd |
61. | Epitome Villa (Pty)Ltd |
62. | Eshybrand Pty Ltd |
63. | EYETHU NATIONAL COMPUTER COLLEGE PTY LTD |
64. | Falcon Business Institute (Pty) Ltd |
65. | Finweb Business Consultancy |
66. | Forek Institute of Technology (Pty) Ltd |
67. | Foster-Melliar (Pty) Ltd |
68. | Four Stars Communication |
69. | Fourways Private College |
70. | Fullimput108 (Pty) Ltd |
71. | Futurekids SA (Fochville) |
72. | GCABS |
73. | Genii Institute PTY LTD |
74. | Gijima Holdings (Pty) Ltd |
75. | Global Institute for Capacity |
76. | Godisang Development |
77. | Growth Management Consulting cc |
78. | Guest Resource Services |
79. | Gurandbuilt Management Development |
80. | HCLS HUMAN CAPITAL LEARNING SOLUTIONS |
81. | HILLCROSS BUSINESS SCHOOL (PTY |
82. | Hlanganani ICT (Pty) Ltd |
83. | Home of Compassion/Grace Ministries |
84. | HUAWEI Technologies Africa (PTY) LTD |
85. | iCollege College |
86. | Ikusasa Technology Solutions |
87. | Ikusasalethu Youth Development |
88. | iLearn Corporate Services PTY LTD |
89. | Impact Sourcing Academy - NPO |
90. | Information Technology Resource Centre |
91. | Ingomsotech Solutions and Trai |
92. | INSIGHTTECH COMMUNICATIONS Pty |
93. | Institutional Higher Education |
94. | intelliscient Technologies (Pty) Ltd |
95. | Isivande Projects |
96. | ISOLVE BUSINESS SOLUTIONS PTY LTD |
97. | IT Academy |
98. | IT Labs Consulting |
99. | IT-HI-Q Training (PTY) Ltd |
100. | Ithemba IT Solution |
101. | Jeppe College of Commerce and |
102. | Jonda Learning Academy |
103. | K Boneng Consulting Services P |
104. | Keep The Dream 285 |
105. | Kgolo Institute |
106. | King Sabata Dalindyebo TVET College |
107. | Kingswood Academy |
108. | KT Mobile Services |
109. | Kundani Trading |
110. | KVR Training and Business Solutions |
111. | Learnfast Training Solutions ( |
112. | Leseding Computer Systems |
113. | LETAGO DEVELOPMENT CONSULTING |
114. | LIMPOPO COMPUTER COLLEGE BK |
115. | LINKINGNOTES |
116. | Loomee Group |
117. | LUPHINDI BUSINESS SOLUTIONS |
118. | Makhophila Training |
119. | Malope IT Solutions |
120. | Mamelodi Digital Centre cc |
121. | MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD |
122. | Mash Computer Training |
123. | MBOWA COLLEGE PTY LTD |
124. | Metanoia Ratings PTY LTD |
125. | Mmanape Private Technical Coll |
126. | MMELA VILLAGE TECHNOLOGIES (PT |
127. | MND Training and Projects |
128. | Mogapi Education Group |
129. | MOKALENG IT |
130. | MORTERBOARD TRAINING SOLUTIONS |
131. | Mothusi Management Consultants |
132. | Moving Ahead Development Agenc |
133. | Mpande Technologies cc |
134. | Mufuka Business and Technical |
135. | Multi Tech College |
136. | Nape Angwato Trading |
137. | NBC Technologies |
138. | NCC - Vereeniging |
139. | New Trend Computers cc |
140. | Nkangala Skills Centre |
141. | Nolwazi Stem Education for The |
142. | Ntandokazi Holdings Pty Ltd |
143. | Nyankwavi Inverstment |
144. | Nyathela Business College |
145. | Olrich Home of Technology |
146. | On the Ball College Pty ltd |
147. | OPELONG BUSINESS INSTITUTE (PT |
148. | Overcomers Training College (P |
149. | Petcon Capacity Building Solut |
150. | PLATINUM PEAK CONSULTING (PTY) LTD |
151. | Polokwane Technology Institute (Pty) Ltd |
152. | Pretoria Technical College |
153. | Priha Projects Pty Ltd |
154. | Progressive School of Business |
155. | Prophesy Training College (Pty) Ltd |
156. | PROSERV SA (PTY) LTD |
157. | QUALITATIVE INNOVATIVE SOLUTIONS |
158. | QUARPHIX (PTY) LTD |
159. | Rand Training College |
160. | Rasinkhu Investment (Pty) Ltd |
161. | Resisa Logistics cc |
162. | Revival Technologies and Academy |
163. | Richfield Graduate Institute of Technology Pty Ltd |
164. | Rofane Consulting |
165. | Rostec Technical FET College (Pty) Ltd |
166. | SA College of Technology (PTY) |
167. | Sabile Human Resources Consult |
168. | SANDM IT TRAINING (PTY) LTD |
169. | Silulo Ulutho Technologies |
170. | Sivile Housing Association RSA |
171. | Sokwanya Trading (Pty) Ltd |
172. | South Africa Advanced Skills Institute(SAAI) |
173. | Spears Business and Life Couch Consulting (Pty) Ltd |
174. | Spina Consultancy |
175. | SPLS Consultants (Pty) Ltd |
176. | SUCCESS BUILDERS INTERNATIONAL CC |
177. | Success Christian Training Cen |
178. | Supreme ICT Consultants |
179. | Synergy Transformation Solutio |
180. | Taal-Net Training Institute |
181. | Tau Ya Mariri Consulting |
182. | TBL Empowerment Hub |
183. | Tech-Com Solutions cc |
184. | Techtisa (pty) Ltd |
185. | Terry Computer Services cc |
186. | The Finishing College (Pty) Lt |
187. | THE SKILLS DEVELOPMENT CORPORA |
188. | Think Tank T2 (Pty) Ltd |
189. | Tinotel Communications |
190. | TIPP ACADEMY (PTY) LTD |
191. | Titan Trade Technologies |
192. | Tlou Foundation College |
193. | TORQUE TECHNICAL COMPUTER TRAINING PTY LTD |
194. | Tshiredo Training Academy |
195. | Tshwane College of Commerce an |
196. | Tsima Consulting Development S |
197. | TSP COLLEGE |
198. | Two Aces Learnerships |
199. | Ukwazi Academy and Corporate S |
200. | Urban Journey |
201. | Varsity Institute of Science & Technology (Pty)Ltd |
202. | Vastratech Pty) Ltd |
203. | Visionary Skill Academy |
204. | Vodacom (Pty) Ltd |
205. | VSS College (Pty) LTD |
206. | VUTHLARI MARKETING CONSULTING |
207. | Wavelengths Technology Training Institute |
208. | Wellinkwise Pty Ltd |
209. | Whitestone College |
210. | WORK SKILLS RESOURCES CC |
211. | Working Solution International |
212. | Xylo Trading 12 (Pty) Ltd |
213. | YAB Business Solutions (Pty)Ltd |
214. | YITRO INNOVATIONS |
215. | Yonet Training Academy |
216. | Youth Media Movement |
217. | ZA WIT (PTY) LTD |
218. | Zikode Development Trust |
219. | ZJ Africa Learn |
All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source. |